Systems, apparatuses, and methods for intelligent network communication and engagement

ABSTRACT

Systems and methods directed to intelligent network communication and engagement during interaction with a consumer device. The progress of the consumer/consumer device can be tracked during interaction to make a decision to intervene based on one or more factors. The intervention may include invoking an appropriate, personalized request to the consumer for support. A consumer device can be employed to shop for a product via a mobile application provided by a retailer. For example, if the client has placed an item in a shopping cart, but does not completed the transaction, the context service can track events associated with the interaction and using an analysis service, and determine an appropriate time and/or manner to communicatively engage the user. As such, the context service can mimic a brick and mortar sales experience where sales associates determine the appropriate time to interact with a client who appears confused.

CROSS-REFERENCE TO RELATED APPLICATIONS

This Application claims priority to and is a continuation of U.S. patentapplication Ser. No. 15/392,313, filed Dec. 28, 2016, which isincorporated herein by reference for all purposes as if fully set forthherein.

BACKGROUND

This application claims priority to U.S. Provisional Patent ApplicationNo. 62/273,602, filed Dec. 31, 2015, entitled “Systems, Apparatuses, andMethods for Intelligent Network Communication and Engagement,” which isincorporated herein by reference in its entirety.

BACKGROUND

Online communication, regardless of whether it occurs over adesktop-based web browser or via a mobile application on a Smartphone,typically includes asynchronous and/or discontinuous exchanges betweentwo interacting devices/systems, such as a consumer device (e.g.,associated with a consumer) and a server (e.g., associated with abusiness/website). Typically, the consumer device is interacting withthe server with the intent of completing a task, transaction, and/orgoal.

For example, in an e-commerce setting, this can include the consumerattempting to make a purchase from the business/server via the device.During the interaction, the consumer can have questions (e.g., about theproduct, a specific feature of the website, and/or the like), and theinteraction can stall. At this point, in traditional “brick and mortar”sales, a business sales associate would determine that an engagementwith the consumer would be beneficial, such as by approaching theconsumer and asking if the consumer has any questions, needs help, etc.Some online approaches attempt to mimic such an engagement via chatrequests that pop-up in a web page, asking if the consumer would likesupport. Such solutions are not intelligent and can feel disruptive tothe consumer, often causing them to decline an opportunity to chat andinadvertently causing request fatigue. Some online approaches includemaking a request to the consumer almost immediately after the consumerstops interacting with the website, or after a short delay, both ofwhich are invasive, and often cause request fatigue.

Thus, a need exists for systems, apparatuses, and methods forintelligent communication and engagement with a consumer over a network.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an environment within which aspects of a host devicecan be employed, according to embodiments.

FIG. 2 illustrates the host device and the user/electronic device ofFIG. 1, according to embodiments.

FIG. 3 illustrates components of the host device of FIG. 1, according toembodiments.

FIG. 4 illustrates example operation of an API gateway, according toembodiments.

FIG. 5 illustrates example operation of a context service, according toembodiments.

FIG. 6 illustrates example operation of an event listener and an eventqueue, according to embodiments.

FIG. 7 illustrates example operation of an analysis service, accordingto embodiments.

FIG. 8A illustrates an example analysis/finite state machine service,according to embodiments.

FIG. 8B illustrates an example help topic object, according toembodiments.

FIG. 9A illustrates example operation within the environment of FIG. 1,according to embodiments.

FIG. 9B illustrates an example of information processing and flowbetween the various components/modules of FIG. 3, according toembodiments.

FIG. 9C illustrates an example listening approach of a user device,according to embodiments.

FIG. 10A illustrates an example push approach for event transmission,according to embodiments.

FIG. 10B illustrates an example pull approach for event retrieval,according to embodiments.

DETAILED DESCRIPTION

Aspects of the systems, apparatuses, methods disclosed herein (alsoreferred to as “context service(s)”, and variants thereof) are directedto intelligent network communication and engagement during interactionwith a consumer device. In some embodiments, aspects disclosed hereincan track the progress of the consumer/consumer device duringinteraction (e.g., during a potential transaction), make a decision tointervene based on one or more factors (e.g., how far along the clientis in the transaction process), and take one or more actions, such asinvoking/initiating an appropriate, personalized request to the consumerfor support at the appropriate time.

It is understood that the terms “business”, “business server”,“electronic device” (see FIG. 1, explained later), “user device”, and/orvariants thereof, can refer to any suitable device/entity interactingwith the context service, and providing event information to the contextservice. In some embodiments, a consumer device interacts with the userdevice (i.e., used by a direct user of the context service), resultingin events that are consumed and analyzed by the context service. As anexample, the user device can be associated with the online vendoreBay.com, and the consumer device can be associated with an eBaycustomer. Event information is generated by the eBay.com user device(i.e., the direct user of the context service) based on the activity ofthe eBay consumer, and transmitted to the context service. In someembodiments, the user device and/or the consumer device canindependently be any entity embedded with one or more of electronics,software, sensors, and network connectivity components to enablegeneration, receipt, and/or interchange of electronic data. Suitableexamples of such entities include, but are not limited to, wearabledevices such as smart watches, personal fitness monitors, medicaldevices such as heart monitors, appliances, TVs, and/or the like.

In other embodiments, the user device can be the same as the consumerdevice, and event information is generated based on the interactionbetween the consumer device and the context service. In such anembodiment, the consumer device directly accesses and uses the contextservice.

In some embodiments, aspects of the systems, apparatuses, methodsdisclosed herein can track the activity/interaction between the consumerdevice and the user device, and determine and/or identify whenengagement is required or desirable to finish the transaction via apersonalized, proactive engagement request. In an example embodiment, aconsumer device can be employed to shop for a product via a third-partymobile application, such as a Smartphone application provided by anonline retailer associated with the user device. The client has placedan item in their shopping cart and has not completed the transaction,but continues to browse other product pages. The context service cantrack events associated with the interaction, such as what pages theyhave visited what they have placed in the shopping cart, and/or thelike. In some embodiments, using an analysis service implementing afinite state machine, the context service can calculate and/or determinean appropriate time and/or manner to communicatively engage the user,such as, for example, to suggest support via a personal message to theclient, such as a pop-up message. In this manner, the context servicecan mimic an offline/brick and mortar sales experience, where salesassociates are able to determine the appropriate time to interact with aclient who appears confused. By understanding client progress, thecontext service can invoke support.

In some embodiments, aspects of the systems and apparatuses disclosedherein are configured to execute a gathering stage/step, whereinformation associated with events/finite states is gathered/collected.Suitable examples of such events include, but are not limited to, theconsumer adding a product to the shopping cart, the consumer beingunresponsive for a predetermined period of time, the consumerstarts/stops monitoring of his workout by a Smartphone application, afitness and/or mapping Smartphone application detects that the user isin proximity of the user's gym, and/or the like. In some embodiments,such as in the case of the consumer shopping on a retailer Smartphoneapplication associated with the user device, the events are based onevent information as provided by the third party's Smartphoneapplication.

In some embodiments, aspects of the systems and apparatuses disclosedherein are further configured to execute a monitoring stage/step, wherereceived event information is monitored to identify one or moretriggers.

In some embodiments, aspects of the systems and apparatuses disclosedherein are further configured to execute an invocation stage/step where,an analysis service (e.g., a finite state machine) can use multipleinteraction points between the consumer device and the user device, andassociated triggered events, to determine if one or more predeterminedcriterion/condition are met, and to initiate one or more actions basedon the determination such as, for example, invoking a request returnedto the consumer device with a “personalized” message inviting theconsumer to chat, initiating a telephone call to the user, sending anemail to the user, messaging the user with a reminder to attend anupcoming gym class, and/or the like.

An example high level process is provided here merely to provide acommonly-experienced context to the more general description thatfollows. A consumer engages a user device (e.g., an e-commerce company)described herein, and a session is initiated and/or created. Theconsumer begins to interact with the company's products or serviceoffering. During specific events (e.g., interaction with certainproducts, browsing history, time associated with a product in a shoppingcart, etc.), the user device transmits the event information to acontext service as described herein (e.g., the consumer adds a productto a shopping cart and/or navigates to a particular page). It isunderstood that transmission, reception, manipulation and/or otherwise(for simplicity) handling of events by the various systems, devices,and/or modules disclosed herein can encompass handling of any suitableindication associated with the event, such as, but not limited to, eventinformation, event data structures, event data objects, event list(s),and/or the like.

After a received event threshold is met at the context service, e.g., anitem has been in a shopping cart for a predetermined amount of time, theevent information can be forwarded to a state machine, which analyzesthe event information associated with one or more events. Based on theanalysis, the state machine generates a message and sends the message tothe user device (e.g., the direct user of the context service), which inturn transmits the message to the consumer. An invitation to chat isshown to the consumer with a personalized message. An example messagethat can be triggered by a shopping cart ‘add’ event can include: “Wesee you are shopping for a TV and may be ready to make a purchase. Ifyou have further questions about TV model name a representative canassist you.” In this manner, a series of actionable events can be usedto identify appropriate points in the process of service where supportcould be beneficial to help secure the sale or commitment from aconsumer.

As used in this specification, the singular forms “a,” “an” and “the”include plural referents unless the context clearly dictates otherwise.Thus, for example, the term “a module” is intended to mean a singlemodule or a combination of modules, “a network” is intended to mean oneor more networks, or a combination thereof.

As used herein the term “module” refers to any assembly and/or set ofoperatively-coupled electrical components that can include, for example,a memory, a processor, electrical traces, optical connectors, software(executing in hardware), and/or the like. For example, a module executedin the processor can be any combination of hardware-based module (e.g.,a field-programmable gate array (FPGA), an application specificintegrated circuit (ASIC), a digital signal processor (DSP)) and/orsoftware-based module (e.g., a module of computer code stored in memoryand/or executed at the processor) capable of performing one or morespecific functions associated with that module.

FIG. 1 illustrates a system/environment 100 for engagement of theconsumer, according to an embodiment, and includes several electronicdevices 102 a, 102 b, . . . 102 n (referred to hereon as “userdevices”), and a host device 106 interconnected by the networks N1, N2,. . . N3, respectively. In some embodiments, the host device 106implements at least some aspects of the context service, as describedherein. In some embodiments, the user devices 102 a, 102 b, . . . 102 nrepresent devices configured to interact with the host device106/context service for user engagement, as described herein. As bestillustrated in FIG. 2, in some embodiments, the host device 106 includesat least a processor and a memory, and can further include a database,although it is understood that, in some embodiments, the memory and thedatabase can be the same component. In some embodiments, the databaseconstitutes one or more databases. Further, in other embodiments (notshown), at least one database can be external to the host device 106and/or the system 100. The host device 106 can be a personal computer, aserver, a workstation, a tablet, a mobile device, a cloud computingenvironment (e.g., including one or more servers, processors, etc.), anapplication or a module running on any of these platforms, and/or thelike.

The memory and/or the database of the host device 106 can independentlybe, for example, a random access memory (RAM), a memory buffer, a harddrive, a database, an erasable programmable read-only memory (EPROM), anelectrically erasable read-only memory (EEPROM), a read-only memory(ROM), Flash memory, and/or so forth. The memory and/or the database canstore instructions to cause the processor to execute modules, processesand/or functions associated with the host device 106.

The user devices 102 a-102 n (also referred to as electronic devices)are associated with users of the host device 106, although it isunderstood that, in some embodiments, the user devices 112 a-112 n canrepresent hardware/software interfaces (e.g., a compute device, a landor mobile phone, a web interface, a mobile phone interface, a server,and/or the like) interacting with the system 100, and/or the like. Forexample, the user device 102 a can be a mobile phone employed by auser/owner of the phone. For another example, the user device 102 a canbe a server hosting a web site that interacts with the context serviceexecuting at the host device 106. As also illustrated in FIG. 2, anexample user device 102 a includes at least a processor and a memory,and can further include a user interface, such as a visual display. Asdescribed later, in some embodiments, a user device can include alistener component/module configured for intermittently, periodicallyand/or continuously monitoring for communication from a help topiccomponent/module of the host device 106.

Each of the networks N1 . . . N3 can independently be any type ofnetwork such as, for example, a local area network (LAN), a wide areanetwork (WAN), a virtual network, a telecommunications network, a datanetwork, and/or the Internet, implemented as a wired network and/or awireless network. In some embodiments, any or all communications can besecured using any suitable type and/or method of secure communication(e.g., secure sockets layer (SSL)) and/or encryption. In otherembodiments, any or all communications can be unsecured.

In some embodiments, aspects of the system 100 and/or the host device106 are operable to monitor how quickly and accurately a user isresponding via an input device, such as generally disclosed in U.S.Patent Application Publication No. 2013/0069858 titled “ADAPTIVECOMMUNICATIONS SYSTEM”, filed Aug. 26, 2005; and in U.S. PatentApplication Publication No. 2013/0070910 titled “ADVANCED ADAPTIVECOMMUNICATIONS SYSTEM (ACS)”, filed Jul. 10, 2008, the entiredisclosures of which are incorporated herein by reference. In someembodiments, aspects of the system 100 are operable to determine howand/or when to engage the consumer based on the location of theconsumer, such as based on the geo-location of the consumer device. Insome embodiments, aspects of the system 100 are operable to identify oneor more communication customs based on the identified location of theconsumer, and to engage the consumer based on the communicationcustom(s), which can influence, for example, choice of language, aduration of a timeout before the consumer is engaged, and/or the like.In some embodiments, aspects of the system 100 are operable toautomatically monitor and learn from normal in-use behavior exhibited bya human consumer, such as generally disclosed in U.S. Patent ApplicationPublication No. US2012/0310652 titled “ADAPTIVE HUMAN COMPUTER INTERFACE(AAHCI)”, filed Jun. 1, 2009, the entire disclosure of which isincorporated herein by reference. In some embodiments, aspects of thesystem 100 are operable for multi-mode asynchronous communication, suchas generally disclosed in U.S. Patent Application Publication No.2013/0282844 titled “APPARATUS AND METHODS FOR MULTI-MODE ASYNCHRONOUSCOMMUNICATION”, filed Mar. 12, 2013, the entire disclosure of which isincorporated herein by reference. In this manner, the user can beengaged using multiple approaches such as, for example, two or more ofan email, a text message, a pop-up window, an audible notification,and/or the like. In some embodiments, aspects of the system 100 areoperable for communication flow modification, such as generallydisclosed in U.S. Provisional Application No. 61/936,639 titled“SYSTEMS, APPARATUSES AND METHODS FOR COMMUNICATION FLOW MODIFICATION”,filed Feb. 6, 2014, the entire disclosure of which is incorporatedherein by reference.

Referring to the host device 106, the processor of the host device canbe, for example, a general purpose processor, a Field Programmable GateArray (FPGA), an Application Specific Integrated Circuit (ASIC), aDigital Signal Processor (DSP), and/or the like. The processor can beconfigured to run and/or execute application processes and/or othermodules, processes and/or functions associated with the host device 106,with the system 100, and/or the network. As illustrated in FIG. 3, theprocessor of the host device 106 can include an API (Application ProgramInterface) gateway 112, a help topic 114, a context service 122, anevent queue 120, an event listener 118, and a analysis service 116. Insome embodiments, the processor can include additionalcomponents/modules (not shown). Each component and/or module 112, 114,122,120, 118 and 116 can independently be a hardware component/moduleand/or a software component/module (implemented in hardware, such as theprocessor). In some embodiments, each of the components/modules can beoperatively coupled to each other. In other embodiments, thefunctionality of one or more of the components/modules can be combinedand/or overlap. In some embodiments, the functionality of one or morecomponents/modules and/or the interaction between the components/modulescan be based on regulatory requirements for data processing, storage,integrity, security, and/or the like. While shown as being implementedin the processor, in other embodiments, the components/modules, or aportion thereof, can be distributed, and implemented in other processorsand/or network devices. Such processors and/or network devices can becommunicatively coupled via, for example, a network.

In some embodiments (not shown), the host device 106 can include one ormore communication components/modules configured to facilitate networkconnectivity for the host device 106 and/or system 100. For example, thecommunication component/module can include and/or enable a networkinterface controller (NIC), wireless connection, a wired port, and/orthe like. As such, the communication component/module can establishand/or maintain a communication session with any of the user devices 102a-102 n. Similarly stated, the communication component/module can enablethe host device 106 to send data to and/or receive data from the userdevices 102 a-102 n. In some embodiments (not shown), the host device106 can include a database component/module configured to interface withthe memory and/or the database of the host device 106 for datamanipulation (including storage, modification, and/or deletion).

In some embodiments, the API gateway 112 is configured for securingcommunications to and from the host device 106. In this manner, when thehost device 106 operates within a computer domain and/or other securedcomputer network, it communications can be secure at the domain level.

In some embodiments, the help topic 114 is configured to define and/orcreate, for each user/consumer session, a topic/entry to which thecorresponding user device 102 a-102 n can subscribe and/or send eventmessages (that includes event information, or an indication thereof)associated with the user/consumer. In some embodiments, the help topic114 is further configured to transmit messages to a specific user devicewith which an active session is associated.

In some embodiments, the context service 122 is configured as areceiver/controller to which event messages are sent for storage (e.g.,in the memory and/or the database, either directly or via a databasemodule), and is further configured for transmitting the event messagesto the event queue 120. In some embodiments, the context service 122 isfurther configured for transmitting the event messages to the memory 130and/or the database 150.

In some embodiments, the event queue 120 is configured to receive theevent messages from the context service 122, and is further configuredto generate, maintain, and/or otherwise manipulate a queue for storingthe received event messages. The event queue 120 is further configuredto, if one or more conditions are met, forward the event message(s) tothe event listener 118. In some embodiments, the event messages(s) areforwarded to the event listener 118 in response to a request from theevent listener 118.

In some embodiments, the event listener 118 is configured to pull and/orotherwise initiate transfer of the event messages from the event queue120, at which point the transferred event messages are deleted from theevent queue 120. In some embodiments, the event listener 118 isconfigured to analyze the received events to determine if one or moreconditions are met. When the one or more conditions are met, the eventlistener 118 is further configured to forward the event message to theanalysis service 116.

In some embodiments, the analysis service 116 is configured to receiveone or more event messages from the event queue module. In someembodiments, the analysis service 116 is configured to receive multipleevent messages as a single set/batch, and is further configured toanalyze the received set of event messages. In some embodiments, theanalysis service 116 is configured to analyze the received set of eventmessages based on any suitable approach, including deterministic (e.g.,finite state models, directed graphs, and/or the like) and/orprobabilistic (e.g., Bayesian networks, neural networks, and/or thelike) approaches. In some embodiments, the analysis service 116 isconfigured to analyze the received set of event messages based on afinite state model of possible events. In this manner, when the numberof event messages is known and limited (e.g., when a third partyapplication provides known, limited event messages to the host device106), the analysis service 116 can provide an analytical solutionwithout computational complexity. In some embodiments, the analysisservice 116 is configured to, base on the analysis, identify if one ormore actions is to be taken. For example, the analysis service 116 canidentify a help topic (e.g., stored in the memory and/or database of thehost device 106) that can be transmitted back to the user device fromwhere the originating event(s) arose.

FIG. 4 is an example embodiment illustrating initiation of eventtracking by the host device 106. Event tracking can be initialized foreach individual consumer session by the API gateway 412, such as whenthe consumer is using a particular Smartphone application and/or isbrowsing a particular e-commerce website. As an example, an e-commercewebsite can have 1000 consumers actively browsing and placing items intheir shopping cart. Each individual consumer session can be tracked. Toinitiate tracking for a particular consumer, the corresponding userdevice defines and/or creates a unique session, including a new sessionidentifier (referred to hereon as a “session ID”), to retrieve or createa new session to be monitored for events. Such a session ID can be basedon, for example, an internet protocol (IP) address of the consumerdevice, an IP address of the host device, a port identifier associatedwith the user device, a port identifier associated with the host device,and/or the like. Once defined and/or created, the unique session ID canbe used to create a help topic (e.g., via the help topic 114) associatedwith the session that is subscribed to by the associated user device. Insome instances, the session ID can be transmitted to the associated userdevice for use with subsequent events and/or other communications thatare associated with the same session. In other embodiments, the hostdevice can manage the session IDs and identify communications associatedwith a session based on an IP address of the consumer device, an IPaddress of the host device, a port identifier associated with the userdevice, a port identifier associated with the host device, and/or thelike

In this manner, each of the 1000 consumers using the application canhave a dedicated topic and session to which event messages can be sent(i.e., via the corresponding user device) and tracked. If at any time,for a given session, the combination of event messages for that sessionidentify an action (e.g., identified via the analysis service), such astransmission of a message, the help topic module can be used toasynchronously return the message to the consumer.

FIG. 5 is an example flow chart illustrating operation of a contextservice 522, which can be similar to the context service 122. Thecontext service 522 receives the event messages from the API gateway512, stores the event messages and/or an indication thereof to thememory and/or the database (indicated by reference character 550), andplaces the event messages in the appropriate event queue 520 based onthe session ID. In this manner, the user devices using the host device106 can transmit event notices/information that correlate to specificevents of interest for tracking by the host device 106. The eventmessages are marked and/or otherwise associated with the same uniquesession ID used to create a topic so that when certain events or a chainof events (e.g., identified via the analysis service) occur, anappropriate action can be initiated, such as returning a message to thecorresponding consumer.

FIG. 6 is an example flow chart illustrating operation of an eventlistener 618 (e.g., similar to the event listener 118) and an eventqueue 620 (e.g., similar to the event queue 120). The event queuecaptures the event messages associated with corresponding events, andthe event listener 618 determines if one or more conditions are met bythe event(s). For example, the event listener 618 can track when anevent times out. An event can be considered to time out when, forexample, a subsequent event message is received that renders the eventredundant, unnecessary, incompatible, and/or the like. Additionally oralternatively, an event can be considered to time out when apredetermined idle time for the event is achieved. For example, if afirst event message in the event queue 620 specifies that the user hasplaced an item in a shopping cart but has not checked out, then a secondevent message that specifies that the user has purchased the item andcompleted the transaction would cause the event listener 618 todetermine that the first event message has timed out, and move the firstevent message to the analysis service 616. On the other hand, if thesecond event message is not received within (for example) 5 minutes ofthe first event message, the event listener 618 would determine that thefirst event message has timed out, and move the first event message tothe analysis service 616.

When an event times out, an event message associated with the event isplaced in the appropriate session queue (i.e., based on its associatedsession ID) via transmission to the event queue 620. The event queue 620determines if one or more forwarding conditions are met for a particularsession, for a subset of events (e.g., related to a specificuser/consumer context) for the particular session, for a single eventfor the particular session, and/or the like. For example, the eventqueue 620 can determine that a forwarding time out condition has beenmet by a set of event messages in a specific session queue. In anexample embodiment a single event specifying one interaction point withthe consumer, such as the consumer adding a product to a shopping cart,with a forwarding timeout set to 3 minutes, would expire after 3 minutesand then be forwarded from a queue in the event queue 620 to theanalysis service 616 for processing.

FIG. 7 is a flow chart illustrating operation of the analysis service716, which can be similar to the analysis service 116. The analysisservice 716 is configured to receive multiple event messages for eachconsumer session. Each event message is associated with one or moreinteractions with the consumer. A specific “context” can be identifiedonce particular event messages are analyzed by the analysis service 716to conform to that specific context/state. Once the context/state isidentified, the analysis service 716 is configured to make adetermination such as, for example, whether or not a message is returnedto the consumer for invoking support. In some embodiments, thedetermination can be made based on historical information (such asaccount information, event/activity history, etc.) associated with oneor more of the consumer, the consumer device (e.g., a device IPaddress), the user device, and/or the like.

FIGS. 8A-8B illustrate example data structures, files, tables(generally, “objects”) that can be employed by the various systems,devices, and methods disclosed herein, according to example embodiments.FIG. 8A illustrates an FSM Service 800, which can be illustrative ofoperation of the host device 106, according to an embodiment. An eventobject 810 that is manipulated by the FSM (finite state machine) service800 can encapsulate the following, as illustrated:

1. A tenant session UUID (Universally unique identifier) 820 a—anidentifier provided by the user device that is specific to theconsumer's account with the user device, e.g., an Amazon.comusername/identifier for an Amazon.com web session that is generated byAmazon.com;

2. A context session UUID 820 b—similar to the session identifierassociated with tracking a single session between the user device andthe consumer device, described above; and

3. An interaction point 820 c—The “last” transition and input entered bythe user/consumer

In this manner, the user device can associate a known consumer (via thetenant session UUID) with a particular session of that consumer (via thecontext session UUID) being monitored for events. The transition can beany suitable user input(s), event(s) and/or condition(s) deemed worthyof monitoring by the user device/business entity associated therewithfor a particular session. If the interaction between the consumer deviceand the user device is considered to model a finite state machine (i.e.,it can exist in one of a limited number of states), a transition can beone that transitions the interaction to a new state.

FIG. 8A also illustrates that the FSM service 800 includes “tenantrules” 820 d that can be defined by the entity associated with the userdevice (e.g., Amazon) and stored in the FSM service 800. The tenantrules 820 d can determine the action(s) that are taken when some eventsare received, such as the output message “May I assist you?”. FIG. 8Aalso illustrates that the FSM service 800 can then define the outputmessage/output object, which is then pushed to the corresponding HelpTopic (see FIG. 4).

FIG. 8B illustrates a help topic object 830 that is generated by thehelp topic component/module based on the received output message/outputobject. The help topic object 830 can include the Message/output object820 e, the tenant session UUID 820 a, and the context session UUID 820b.

FIGS. 9A-9C illustrate example aspects of the system 100. FIG. 9Aillustrates the API gateway 912 and a ‘Microservices” cluster thatincludes, among other services, a context service 922. The API gateway912 implements multiple authentication protocols as illustrated,including Oauth (Open authorization), JWT or JavaScript Object Notation(JSON) Web Token (domain authentication, not user authentication), andCamel. The API gateway 912 can be configured to receive event messagesfrom both other server gateways (e.g., Amazon, similar to the userdevices 102 a-102 n described herein) and, either directly (asillustrated here) or via user devices (not shown), from consumer mobiledevices.

In this manner, the API gateway 912 manages secure access and delegationof requests to one or more of the microservices. The setup of FIG. 9Apermits adding services, maintaining, monitoring, and securing serviceswithout interrupting or taking down the overall system. The API gateway912 acts as a proxy, tracking state via JWT, and delegating receivedinformation to the appropriate service(s) depending on the API calland/or state. In the example embodiment of FIG. 9A, messaging (e.g., tothe user devices 102 a-102 n) is handled through Camel, allowing forless coding and robust commination (e.g., allowing for error handlingand/or failover). Messaging activity can use the Advanced MessageQueuing Protocol (AMQP), and is processed through the microserviceActiveMQ. The workflow for user engagement can be handled through thefinite state machine or FSM.

Some of the benefits of the API gateway 912 include, but are not limitedto: shielding the user devices and/or the consumer devices from how thehost device is partitioned into microservices; shielding the userdevices and/or the consumer devices from the problem of determining thelocations of the various services; providing an API tailored for eachuser device and/or consumer device; reducing the number ofrequests/roundtrips (for example, the API gateway module can enable userdevices to retrieve data from multiple services with a singleround-trip; fewer requests mean less overhead and a better userexperience); and simplifying the user device and/or the consumer deviceby moving logic for calling multiple services from the user deviceand/or the consumer device to API gateway 912.

FIG. 9B is an example illustration of the context service 922 inrelation to the event driven services, other components/modules.Generally. the information flow illustrated in FIG. 9B is designed toreceive event information, messages, and/or notifications from the userdevice (via the API gateway), to place the event in an appropriate queuebased on its source/origin, to determine that event is ready foranalysis when certain real-world criterion are met, and to intervene inthe ongoing interaction between a consumer device and the user devicebased on event analysis, thereby facilitating the consumer/consumerdevice in completing the desired task at the optimal time, and in theoptimal manner.

The context service 922 addresses the “who, what, when, where” (w4),forming a “breadcrumb trail” of the consumer activity/interaction. Allof the various steps/actions of the components/modules described hereinare asynchronous, allowing for continuous flow of event information fromthe user devices 102 a-102 n to the host device 106. In someembodiments, API calls from the client to the API gateway 922 use REST(RESTful) API and in JSON format. In some embodiments, API calls fromthe API gateway and queue/topics are handled by Camel.

FIG. 9B illustrates how, at step 1, authentication for received eventinformation is carried out using JWT-Oath by the API Gateway 912. Atstep 2, the event information is passed to the context service 922 usingJWT-REST. The event message is added to a context database 950 (e.g.,the database of the host device 106) at step 3, and pushed into an eventqueue 920 at step 4. The queue listener 918 pulls at the event messagefrom the event queue 920 at step 5, and substantially continuously orsubstantially periodically checks for new event messages (for the samesession, based on the session ID) at step 5.1. When a predeterminedthreshold of event messages is reached, the event message is forwardedto the analysis service/FSM service 916 at step 6. The analysisservice/FSM service 916 analyzes the event messages and identifies amessage that is pushed to the help topic 914 at step 7. The message istransmitted to the API gateway 912 for transmission to the appropriateuser device. A Session ID is passed with the event and the help topicmessage for relating message to the correct consumer device.

FIG. 9C illustrates an example embodiment where the consumer device(“web/mobile SDK-listener”) includes a listener using asynchronousmessaging over a WebSocket or AJAX library (e.g., JQuery, AngularJS) topull help messages from the help topic component/module, and it isunderstood that, in some embodiments, generally any consumer device thatsupports web sockets and HTTP (HyperText Transfer Protocol) can includea listener component/module. The consumer device criterion for checkingfor the help messages on the help topic can include an arbitrary period,depending on the consumer needs such as, for example, shopping cart helpvs billing form help. The listener's API calls pass through the APIgateway 912 to the help topic 914 (JMS). The OAuth token (stored insession) and JWT session application/claim is verified prior to the helptopic pull.

FIG. 10A illustrates an example “data capture” process that occurs whenone of the user devices 102 a-102 n transmits interaction points/eventmessages to the host device 106, where the context servicecomponent/module writes those interactions/event messages to thedatabase. The example sequence of events can be as follows (withreference to FIG. 3):

Step 1—The RESTful JSON message (with token and JWT in the header) issent to the API Gateway 112 to get passed to the supporting service,such as the context service 122.

Step 2—The JWT application/claim is checked for the context sessionID toverify the session; if the session is not valid then a check is made forthe OAuth (step 3).

Step 3—If the JWT sessionID is not valid then it is verified throughOAuth, with authentication code, client ID+secret (i.e., public clientidentification information+private client identification information)into an application/claim set in the JWT. If still not valid, then theappropriate forbidden error is transmitted back to the user device. Insome instances, OAuth is used for domain security, not client usersecurity.

Step 4—The access token is returned back from the OAuth service, to bestored in the context session. The context sessionID is stored in theJWT.

Step 5—The API calls are forwarded to the context service 122. This isdetermined through the JWT application/claim state (context state, FSMstate, XYZ service state).

Step 6—The interaction points/event message(s) associated therewith areadded to the database 150, for breadcrumb and historical data.

Step 7—The event message is pushed to the event queue 120 for thelistener to check threshold limit such as 30 seconds or 5 minutes todetermine the next workflow step.

FIG. 10B illustrates an example “pull” process that occurs when theweb/mobile listener, subscribes to the help topic module (JMS). The userdevice has a periodic clock/timer checking for a help message todetermine if the consumer needs to be connected to the agent. In someembodiments, the clock/timer interval (“heartbeat”) is user defined, andcan be on the order of milliseconds, seconds, minutes, hours, days,and/or the like. Event messages are tracked and related to interactionpoints by the session ID. The session ID is used to link the user backto context data, which can be published able to entities that can engagethe consumer such as, for example, Customer Service agents of the entityassociated with the user device.

Step 0-0—The user device has a periodic clock/timer to initiate checkingof the help topic 114 for incoming messages, potentiality, alerting theagent and connecting the user/consumer to the agent for substantiallyreal-time service help. Messages contain the sessionID which can be tiedback to the context data for the agent to pull.

Step 1—The event listener 118 pulls the event message from the eventqueue 120 and checks the threshold to determine the next step. Eventmessages can contain the sessionID, which can be tied back to theevent/context data.

Step 2—The threshold check can be a “timer” indicating the next step isto forward to the analysis service/finite state machine (FSM) 116 forworkflow help or discard the event message (e.g., if the consumer isstill active and/or does not need help).

Step 3—If the timer exceeds the limit (compared against the start timeof the event with the event threshold) then the workflow engineinstantiates a help message between the consumer device and user device.The FSM 116 can pull the “type” from the event message and relate it toa rule set for that state. In this manner, what message to show or ifthe context has ended can be determined (e.g., show no message and/orshow the consumer a survey).

Step 4—The FSM 116 identifies/determines the workflow help message basedon the state of the event. If help is identified as appropriate, thenthe help message is pushed to the help topic 114. Help messages containthe sessionID, which can be tied back to the context data for the agentto pull.

Step 0-1—If it is determined by the FSM 116 that help is appropriate fora consumer, then a help message in JSON format is returned. Otherwise,the return message is a JSON message with HTTP Status of “OK”. Eventmessages are tracked and related back to the interaction points/event(s)by the sessionID, which can be passed back in the help message.

Some embodiments described herein relate to a computer storage productwith a non-transitory computer-readable medium (also can be referred toas a non-transitory processor-readable medium) having instructions orcomputer code thereon for performing various computer-implementedoperations. The computer-readable medium (or processor-readable medium)is non-transitory in the sense that it does not include transitorypropagating signals per se (e.g., a propagating electromagnetic wavecarrying information on a transmission medium such as space or a cable).The media and computer code (also can be referred to as code) may bethose designed and constructed for the specific purpose or purposes.Examples of non-transitory computer-readable media include, but are notlimited to: magnetic storage media such as hard disks, floppy disks, andmagnetic tape; optical storage media such as Compact Disc/Digital VideoDiscs (CD/DVDs), Compact Disc-Read Only Memories (CD-ROMs), andholographic devices; magneto-optical storage media such as opticaldisks; carrier wave signal processing modules; and hardware devices thatare specially configured to store and execute program code, such asApplication-Specific Integrated Circuits (ASICs), Programmable LogicDevices (PLDs), Read-Only Memory (ROM) and Random-Access Memory (RAM)devices. Other embodiments described herein relate to a computer programproduct, which can include, for example, the instructions and/orcomputer code discussed herein.

Examples of computer code include, but are not limited to, micro-code ormicro-instructions, machine instructions, such as produced by acompiler, and/or files containing higher-level instructions that areexecuted by a computer using an interpreter. For example, embodimentsmay be implemented using C, Java, C++, MATLAB or other programminglanguages and/or other development tools.

The processor(s) can be any processor (e.g., a central processing unit(CPU), an application-specific integrated circuit (ASIC), and/or a fieldprogrammable gate array (FPGA)) configured to execute one or moreinstructions received from, for example, a memory. In some embodiments,the processor(s) can be a Reduced Instruction Set computing (RISC)processor. The processor(s) can be in communication with any of thememory and the network card. In some embodiments, the processor(s) canaccordingly send information (e.g., data, instructions and/or networkdata packets) to and/or receive information from any of the memory andthe network card.

The memories disclosed herein can be any memory (e.g., a RAM, a ROM, ahard disk drive, an optical drive, other removable media) configured tostore information (e.g., one or more software applications, user accountinformation, media, text, etc.). The memories can include one or moremodules performing the functions described herein. In some embodiments,the functions described herein can be performed by any number ofmodules. For example, in some embodiments, the functions describedherein can be performed by a single module.

The memories can also alternatively store one or more resources (e.g.,software resources such as drivers, code libraries, etc.) associatedwith one or more of the modules. The network card can be a hardwaremodule (e.g., a wired and/or wireless Ethernet card, a cellular networkinterface card) configured to transmit information (e.g., data packets,cells, etc.) from and receive information at the system 100.

While various embodiments have been described above, it should beunderstood that they have been presented by way of example only, and notlimitation. Where methods described above indicate certain eventsoccurring in certain order, the ordering of certain events may bemodified. Additionally, certain of the events may be performedconcurrently in a parallel process when possible, as well as performedsequentially as described above.

What is claimed:
 1. A system for communicating with a customer via aconsumer device while the customer is engaged in an online session witha vendor, the system comprising: a receiver in communication with thevendor during at least a portion of the online session, the receiverconfigured to extract event messages from communication from the vendor,the event messages corresponding to activities of the customer duringthe online session; a digital storage device communicatively connectedwith the receiver, the storage device comprising an event queue specificto the online session to track the progress of the customer during theonline session, wherein the event queue comprises event messagesreceived from the receiver; a processor communicatively connected withthe digital storage and configured to: determine if an event conditionis met by one of the event messages if the event message conforms to acontext or state and to identify a context of the condition; andinstruct a next step based on the context.
 2. The system of claim 1,wherein at least one of the event messages is associated with the eventqueue based on a session identifier in the at least one of the eventmessages.
 3. The system of claim 2, wherein the session identifier is anIP address or a port identifier.
 4. The system of claim 2, wherein thesession identifier is a universally unique identifier (UUID) provided bythe vendor that is specific to an account of the customer.
 5. The systemof claim 1, wherein each event message is associated with one or moreinteractions between the vendor and the consumer device.
 6. The systemof claim 5, wherein one or more of the event messages comprises addingan online product to an online cart.
 7. The system of claim 1, theprocessor further configured to create, based the condition and thecontext of the condition, a help message for the customer.
 8. The systemof claim 7, the processor further configured to intervene in the onlinesession.
 9. The system of claim 1, further comprising an API gatewaybetween the vendor and the receiver.
 10. The system of claim 9, whereinthe API gateway is configured to manage secure access and delegation ofrequests to one or more of a plurality of microservices.
 11. A method ofcommunicating with a customer via a consumer device while the customeris engaged in an online session with a vendor, the system comprising:receiving communication from the vendor during at least a portion of theonline session, extracting event messages from the communication fromthe vendor, the event messages corresponding to activities of thecustomer during the online session; storing the event messages in anevent queue in a digital storage device, the event queue specific to theonline session; and determining if an event condition is met by one ofthe event messages if the event message conforms to a context or stateidentifying a context of the condition; and instructing a next stepbased on the context.
 12. The method of claim 11, wherein at least oneof the event messages is associated with the event queue based on asession identifier in the at least one of the event messages.
 13. Themethod of claim 12, wherein the session identifier is an IP address or aport identifier.
 14. The method of claim 12, wherein the sessionidentifier is a universally unique identifier (UUID) provided by thevendor that is specific to an account of the customer.
 15. The method ofclaim 11, wherein each event message is associated with one or moreinteractions between the vendor and the consumer device.
 16. The methodof claim 15, wherein one or more of the event messages comprises addingan online product to an online cart.
 17. The method of claim 11, furthercomprising creating, based the condition and the context of thecondition, a help message for the customer.
 18. The method of claim 17,further comprising intervening in the online session.
 19. The method ofclaim 11, wherein the receiving the communication comprises receivingthe communication via an API gateway in communication with the vendor.20. The method of claim 19, further comprising the API gateway managingsecure access and delegation of requests to one or more of a pluralityof microservices.